ServiceNow Product Owner – Observability & AIOps (ITOM)

Position Title                     ::     ServiceNow Product Owner – Observability & AIOps (ITOM)

Duration                            ::      Contract

Locations                           ::       Phoenix AZ

Job Description:

Product Owner with deep expertise in ServiceNow ITOM, Event Management, and AIOps to own observability outcomes across infrastructure and applications aligned to the Bank’s ServiceNow product operating model. The Product Owner (PO) owns a domain backlog, drives stakeholder alignment, and ensures delivery of secure, compliant, and value-focused outcomes. The PO must have ServiceNow platform experience and working familiarity with CMDB and CSDM principles and practices, and experience operating in regulated environments (e.g., banking, healthcare, insurance, government).

Role-Specific Responsibilities

•            Own the Event Management and AIOps backlog (alert ingestion, correlation, deduplication, enrichment, incident creation, and automation) and prioritize against reliability outcomes (MTTD/MTTR reduction).

•            Define integrations and operating model with monitoring sources (e.g., Datadog, AWS, Azure, Netbrain, Elastic) including event transforms, rules, and routing.

•            Partner with CMDB/CSDM owners to ensure accurate CI and service mapping coverage; define minimum service model requirements for service health and impact.

•            Drive adoption of Service Operations Workspace for alert triage and operator workflows; define dashboards and reporting for noise reduction and service impact.

•            Define and deliver automation use cases (auto-remediation, alert automation rules, runbook integration) with appropriate change controls and approvals.

•            Establish operational KPIs (noise reduction %, correlated alert rate, auto-ticketing accuracy, MTTD/MTTR, service health coverage) and reporting cadence.

Key Deliverables / Artifacts

•            AIOps/Observability domain roadmap (quarterly) and prioritized backlog (bi-weekly).

•            Integration specifications and acceptance criteria for each telemetry source (events/metrics/logs/traces as applicable).

•            Service model readiness checklist (CSDM-aligned) for onboarding a business service into observability.

•            Operator workflows (Service Operations Workspace) and dashboards; reporting pack for leadership and NOC.

•            UAT scripts, release notes, training/job aids for NOC users.

Regulated Environment Requirements

•            Design and delivery must satisfy Bank governance and regulatory expectations, including: change controls, access controls, audit evidence retention, segregation of duties, and operational resilience.

•            All solutions must adhere to ServiceNow platform standards, including CMDB and CSDM-aligned service modeling, to support reliable reporting and downstream processes.

•            Product Owners will ensure documentation, controls mapping, and evidence capture are embedded in the backlog ("definition of done" includes compliance artifacts when applicable).

Required Experience

• 5–8 years overall IT operations experience

• 4 years ServiceNow platform experience

• 3 years hands-on ITOM/Event Management/AIOps experience

• Experience supporting observability in regulated or financial services environments

Product Owner Responsibilities

•            Own and manage the product backlog (epics, features, user stories) for the assigned domain; continuously refine and prioritize based on business value, risk, and dependencies.

•            Translate stakeholder needs into clear user stories, functional requirements, and acceptance criteria; approve or reject completed work based on acceptance criteria.

•            Maintain a backlog of 2 sprints worth of user stories that meet the definition of “Ready”

•            Maintain current product backlog limiting <10% of items aged more than 90 days.

•            Define and maintain a domain roadmap aligned to enterprise priorities, controls, and platform standards; communicate priorities and release plans to stakeholders.

•            Partner with architects, developers, administrators, process owners, and operations teams to design scalable solutions aligned to ServiceNow best practices and guardrails.

•            Lead discovery workshops, map current-state to future-state processes, and drive standardization (minimize customization) across lines of business.

•            Own release readiness (UAT coordination, training, release notes, communications), including adoption metrics and continuous improvement.

•            Ensure governance, risk, and compliance are embedded in design and delivery (audit evidence, segregation of duties, data retention, access controls, and change controls).

•            Drive data quality and service model alignment: CI relationships, service mapping requirements, taxonomy/metadata, and CSDM-aligned service hierarchy.

•            Participate in Agile ceremonies (PI planning / sprint planning, daily standups, backlog refinement, sprint reviews, retrospectives) and manage dependencies across teams.

•            Operate as a change agent for a new product team: improve ways of working, coach partners on product practices, and help build repeatable product operations.

•            Ensure at least 50% of features delivered have a clear value signal.

•            Develop and report on utilization/adoption metrics.

Preferred Certifications (any of the below are considered beneficial)

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist – SAM Pro and/or HAM Pro

ITIL® 4 Foundation

Software Asset Management Certifications (IAITAM CSAM, CHAMP, or equivalent) – optional

Agile / Product Certifications (CSPO, PSPO, SAFe PO/PM)